Adobe Technical Communication Customer Support

"We want every connection you have with Adobe to be as exceptional as our products."

— Chris Hall, Head of Adobe Customer Success

The Adobe Tech Comm team knows you rely on our products to meet business-critical goals. We are committed to providing you with the support you need to minimize disruptions and maximize your investment in Adobe Tech Comm products.

Contact the Adobe Tech Comm support team by email at tcssup@adobe.com, or phone.

Great attitude

Our representatives are attentive, patient, polite, and responsive. They take the time to truly understand your problem so that they can solve it quickly and effectively.

“Adobe RoboHelp Customer Support is pleasant, courteous, and efficient. I really appreciate their technical expertise as my problem was quickly identified and fixed—putting me back on task that same morning."

- Linda Cast, Software Technical Writer, Pearson

“The Tech Comm Support rep provided AMAZING service! My rep was polite, patient, and stayed with me for a long time until my issue was completely resolved. I was having a lot of trouble on my own and was thankful for help.”

- Olha Hirka, Senior Technical Writer, The Men's Wearhouse

“EXCELLENT service! The RoboHelp Customer Support team is very supportive and communicate clearly. I really admire their patience and persistence. They waited until the issue was fully resolved and I was completely satisfied.”

- Bernd Hutschenreuther, Technical Writer, net-linx Europe GmbH

"The Adobe FrameMaker Customer Support team is very helpful and patient. The level of professionalism is excellent.”

“I always know that Adobe Tech Comm Customer Support is there—especially via phone whenever I need them to help me out. They are diligent in following up on issues after doing necessary research for a solution. At times they have even pre-empted possible problems based on reported issues and recommended solutions proactively. What more can I ask for? Combined with the technical expertise they possess, I can definitely say that that Adobe Tech Comm Customer Support is the BEST technical support team ever.”

Knowledgeable and experienced

Our representatives have deep knowledge of our products, and are skilled in providing quick fixes to common (and uncommon) problems.

“My Adobe RoboHelp Customer Support contact was quite knowledgeable and helpful in resolving my issue quickly. I appreciate the technical capability and the commitment of the support team.”

- Sr. Process Analyst and Technical Writer, Time Warner Cable

“Tech Comm Customer Support team is knowledgeable and knows how to use the applications well. My support contact was tenacious about finding a solution and demonstrated patience as we sat through several installations and uninstallations.”

“Adobe RoboHelp Customer Support was very helpful in trying to expedite solving my problem.”

- Audrey Sherman, Senior Technical Writer, PerkinElmer

“I appreciate the commitment and follow through of Adobe Tech Comm Support in ensuring that my issue is corrected at the first attempt. The agent was patient as he spent dedicated time and effort in solving my problem.”

"Adobe FrameMaker Customer Support is friendly and highly knowledgeable. I've enjoyed the level and promptness of the support every time. It’s definitely the best support unit I have come across. Outstanding job!"

Get the most out of your Adobe investment with an expert support program.

As you invest in Adobe technology for your critical business needs, don’t let complex technical challenges slow you down. Leverage an expert support program to realize the potential of Adobe solution for your business.The Adobe Gold Support Program is designed to provide Adobe customers a comprehensive and responsive support coverage in deploying and maintaining Adobe technology for a critical workflow or business process. Leverage the Gold Support program to unlock the Adobe solution potential for your business and identify more ways to achieve your business goals. No matter how complex your requirements, the help you need is only a phone call or a few clicks away.

Deploy your solution faster and more reliably

Receive tips and best practices on how to install, configure, and customize the solution based on your requirements.

Gain insights on security issues and integration with other software.

Mitigate risks and minimize disruptions

Resolve technical issues as quickly as they arise with access to 24*7 responsive support from Adobe experts.

Get advice on handling major updates and upgrades with minimal disruption.

Keep users productive

Leverage tips and best practices from Adobe on design, development, maintenance and everyday use to increase your team’s productivity.

Unlock the potential of the product for your business with “How to” support from Adobe.

Facilitates timely service reviews for continuous improvements.

Click here to download the complete overview on Adobe Gold Support Program.

Program Framework

Contract Period

One year, or two years

Number of incidents

Unlimited

Authorized Contacts

Four

Service Enhancement Options

Additional Authorized Contacts

Advantage Support Program

Enterprise Solution Management

Upgrade Plan

Program Features

RESPONSIVE

Hours of Coverage

24*7*365

Target Response Time*

Critical (Priority 1)

1 hour

Urgent (Priority 2)

2 hours

Important (Priority 3)

4 hours

Minor (Priority 4)

1 business day

COMPREHENSIVE

Service Scope

Break-Fix

Deployment Planning Support

General “How to” assistance

Patches and Fixes

Remote Diagnostics

Self-Help Resources

Knowledge Base

Product Forums

MULTI-CHANNEL

Service Scope

Email support

Chat support

Customer Support Portal

*Definition:

Critical (Priority 1) : The problem results in extremely serious interruptions to a production system

Minor (Priority 4) : The problem results in minimal or no interruptions to normal operations

How to Purchase Adobe Gold Support Program?

If you are from

North America, you can purchase Adobe Gold Support by directly calling 877-687-1520 (Monday-Friday, 9am-5pm PST).

Outside North America, you can call Adobe Tech Comm Support contact of your region/country to purchase.

Alternatively, you can send an email at tcs_sales@adobe.com. Please include the following details in your email, or keep them handy when you call, as they will be required to process your order:

Name

Organization

Contact Details (Email Id/Phone Number)

Once you have provided the information on call or by email, an Adobe Sales Representative will get in touch with you at the earliest, to process your order.

Adobe Software Assurance Program

Get the most out of your Adobe investment with an expert support program.

As you invest in Adobe technology for your critical business needs, don’t let complex technical challenges slow you down. Leverage this expert support and maintenance program to realize the full potential of the Adobe solution for your organization.

The Adobe Software Assurance Program is designed to provide Adobe customers a comprehensive and responsive support coverage in deploying and maintaining Adobe technology. No matter how complex your requirements, the help you need is only a phone call or a few clicks away. The upgrade plan included in this program enables you to stay current with the latest Adobe innovation and product releases.

Deploy your solution faster and more reliably

Receive tips and best practices on how to install, configure, and customize the solution based on your requirements.

Gain insights on security issues and integration with other software.

Mitigate risks and minimize disruptions

Resolve technical issues as quickly as they arise with access to 24

Get advice on handling major updates and upgrades with minimal disruption.

Keep users productive

Leverage tips and best practices from Adobe on design, development, maintenance and everyday use to increase your team’s productivity.

Unlock the potential of the product for your business with “How to” support from Adobe.

Facilitates timely service reviews for continuous improvements.

Program Framework

Contract Period

One year, or two years

Number of incidents

Unlimited

Authorized Contacts

Four

Maintenance

Upgrade plan included

Contract Period

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Adobe Technical Communication Suite

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Adobe FrameMaker

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Adobe RoboHelp

Program Features

RESPONSIVE

Hours of Coverage

24*7*365

Target Response Time*

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Critical (Priority 1): 1 hour

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Urgent (Priority 2): 2 hours

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Important (Priority 3): 4 hours

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Minor (Priority 4): 1 business day

COMPREHENSIVE

Service Scope

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Deployment planning support

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Enablement webinars

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Personalized documentation

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp General “How to” assistance

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Patches and fixes

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Technical resolutions

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Remote diagnostics

MULTI-CHANNEL

Service Scope

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Phone support

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Email support

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Chat support

&nbsp&nbsp&nbsp&nbsp&nbsp&nbsp Customer support portal

*Definition:

Critical (Priority 1) : The problem results in extremely serious interruptions to a production system